Technology & Procedures for Administrative Professionals

by Fulton-Calkins, Patsy

• ISBN13: 9780538725903
• ISBN10: 0538725907
• Edition: CD
• Format: Spiral Bound
• Copyright: 2002-02-20
• Publisher: Cengage Learning

Summary

The administrative professional role today is challenging due to the constant advances in technology, our global economy, and an increasingly diverse workplace. THE ADMINISTRATIVE PROFESSIONAL: TECHNOLOGY & PROCEDURES 13E is a complete learning package designed to prepare students for all levels of the office environment including customer satisfaction, technological changes, and time management. With this text, students will gain the knowledge and skills to become an asset to the administrative professional field.

Table of Contents

Preface	v
PART 1: Understanding the Changing Workplace
The Work Environment	6	(25)
The Information Age	7	(7)
The Administrative Professional's Role and Responsibilities	14	(1)
Twenty-First-Century Skills and Qualities	15	(6)
A Professional Image	21	(1)
Professional Growth	21	(2)
Company Scene	23	(8)
Communication Skills for a Diverse Environment	31	(27)
Communication--A Complex Issue	32	(6)
The Communication Process	38	(1)
The Communication Process	38	(1)
Verbal Communication	39	(6)
Nonverbal Communication	45	(2)
Communication Improvement	47	(11)
PART 2: Mastering Technology
Telework	58	(24)
Telework Defined	59	(4)
Telework Success	63	(4)
Success Detractors	67	(3)
Home Workspace	70	(2)
Survival Strategies	72	(3)
Management of the Teleworker	75	(7)
Computer Hardware and Software	82	(25)
Computer Classifications	83	(3)
Information Input	86	(4)
Storage Devices	90	(1)
Information Output	91	(2)
Computer Networks	93	(3)
Software	96	(2)
Computer Viruses	98	(1)
Computer Ethics	99	(1)
Continual Learning	100	(7)
Telecommunications	107	(27)
Telecommunications--The Revolution	108	(5)
Fax	113	(1)
Email	113	(4)
Telephones	117	(10)
The Future of Telecommunications	127	(7)
Records Management	134	(34)
Records Management Defined	135	(1)
Records Management Components	135	(12)
Indexing Rules	147	(8)
Effective Decision Making	155	(13)
PART 3: Succeeding in the Work Environment
Ethical Behavior	168	(24)
Business Ethics	168	(2)
The Ethical Organization	170	(10)
The Ethical Employee	180	(3)
Ethical Change	183	(3)
Ethics--The Choice Is Yours	186	(6)
Stress, Anger, and Time Management	192	(28)
Stress--A Major Malady	193	(2)
Stress Reducers	195	(4)
Anger Management	199	(2)
Time Management	201	(2)
Time Management Techniques	203	(5)
Time Management Systems	208	(1)
Your Power and Your Potential	209	(11)
PART 4: Writing and Presenting Successfully
Letters, Memos, and Reports	220	(25)
Types of Written Messages	220	(2)
Effective Correspondence	222	(7)
The Correspondence Plan	229	(2)
Letters	231	(4)
Reports	235	(2)
Collaborative Writing	237	(1)
International Correspondence	238	(1)
Ethical and Legal Considerations	238	(7)
Workplace Visitors and Presentations	245	(27)
Workplace Visitors	245	(7)
Presentation Skills	252	(20)
PART 5: Handling Travel, Meetings, and Mail
Travel Arrangements	272	(23)
Domestic Air Travel	272	(3)
Car Travel	275	(1)
Rail Travel	275	(1)
Office Services	275	(1)
International Travel	276	(5)
Travel Arrangements	281	(1)
Online Reservations	282	(2)
Responsibilities Before the Trip	284	(2)
Your Role During the Executive's Absence	286	(3)
Posttrip Briefing	289	(6)
Meetings and Conferences	295	(27)
Necessary Meetings	295	(1)
Unnecessary Meetings	296	(1)
Types of Meetings	296	(4)
Organizational Meetings	300	(12)
International Meetings	312	(1)
Conferences	313	(2)
Conflict Resolution	315	(7)
Mail and Workplace Copiers	322	(26)
Services Through USPS	323	(2)
International Mail	325	(1)
Private Mail Services	325	(1)
Additional Delivery Services	326	(1)
Incoming and Outgoing Mail	326	(6)
Office Copiers	332	(3)
Shredders	335	(1)
Recycling	336	(1)
Teamwork	336	(12)
PART 6: Planning and Managing Your Career
Your Career Path	348	(25)
Determine Sources of Job Information	349	(2)
Learn About the Organization	351	(1)
Write a Letter of Application	352	(1)
Prepare a Resume	353	(5)
Fill Out the Employment Application	358	(1)
Prepare for the Interview	358	(6)
Succeed on the Job	364	(2)
Leave a Job	366	(7)
Leadership	373	(16)
Leadership in the Twenty-First Century	373	(1)
Characteristics of an Effective Leader	374	(4)
Leadership and Management Contrasted	378	(1)
Management Responsibilities	379	(6)
The Right to Lead	385	(4)
Reference Guide	389	(20)
Index	409